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langtons chartered accountants

Stakeholder Satisfaction Survey

PROFESSIONAL SERVICES

About The Client

Langtons

Langton’s Chartered Accountants is a respected, partner-led accountancy firm based in Liverpool. With over 150 years of experience, Langton’s has developed a highly collaborative approach to working with clients. Their five partners lead a team of experienced accountants and financial specialists, offering bespoke solutions that support clients in achieving their financial goals. Langton’s is a member of Accelerate, giving them access to international accounting expertise from a global network of firms in more than 130 countries.

Mackman Research collaborated with Langton’s Chartered Accountants to carry out a stakeholder feedback project. The aim was to gather up-to-date insights into how clients and professional contacts perceive the Langton’s brand, and how satisfied they are with the firm’s service offering.

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Stakeholder Satisfaction Survey

Sector: Professional Services

Location: Liverpool

Website: https://www.langtons.uk.com/

The Research Project

Langton’s approached Mackman Research to assess stakeholder perception and client satisfaction. The research aimed to support the firm’s ongoing commitment to excellent customer service and business development. Mackman assisted Langton’s in the creation of a survey to allow clients and stakeholders to rate aspects of the service offered and share any additional feedback. 

Stakeholder Satisfaction Survey Results

The study received a total of 57 responses, 41 clients and 16 professional contacts, achieving a 69% response rate among key clients. The data was compiled into a detailed report which included both quantitative findings and grouped verbatim responses, organised by theme and frequency. Key insights were split by client type and by individual partner for deeper evaluation. 

Brand Facts

  • Langtons is a Liverpool-based firm of chartered accountants and business advisers, serving clients across the North West and beyond.
  • Established in 1865, Langtons has a long-standing heritage in supporting businesses, charities, and individuals through every stage of growth.
  • The firm provides a full suite of services including audit, tax planning, corporate finance, payroll, and wealth management.
  • Langtons is known for its partner-led approach, offering tailored advice grounded in commercial insight and long-term client relationships.
  • The firm has specialist expertise in sectors such as property, not-for-profit, legal, and owner-managed businesses.
  • Through its corporate finance division, Langtons supports business sales, mergers, acquisitions, and succession planning.
  • Langtons invests in the Liverpool community through local partnerships, apprenticeships, and support for regional enterprise initiatives.

Research Aims and Objectives

The research aimed to understand how Langton’s is perceived by their stakeholders and to assess satisfaction with the services provided. The goal was to identify strengths, areas for improvement, and opportunities for additional services. Areas of focus included respondents’ business relationships with Langtons, their perception of the brand, and their level of satisfaction with the service range.

The Research Design & Methodology

Langtons provided Mackman with a contact list, segmented by clients and professional contacts. All participants were invited to take part via telephone or an online survey link. The study utilised a mixed methodology, of both telephone interviews for key contacts and an online survey for wider participants to complete. The telephone interviews ranged from 8 to 30 minutes, depending on the depth of responses. The survey combined both quantitative questions using Likert-type scales and qualitative open-ended questions to gather more in-depth data.  

Stakeholder Satisfaction Survey Outcomes

The final report presented the findings in a visual format, supported by thematic analysis of verbatim comments. The report provided clear insight into client satisfaction and highlighted the reasons behind stakeholders’ views. These findings helped Langtons understand the effectiveness of their current approach and informed future client engagement strategies, reinforcing their commitment to delivering consistently high-quality service and communication.